Service Coordinator

Who We Are:

As the largest independent commercial gas detection manufacturer in North America, Critical Environment Technologies (CET) designs, manufactures & services of gas detection and indoor air quality systems.  Our mission 'Safer Air Everywhere' has never been more important and drives our world-class team to do amazing work. Our products can be found in all US States & Canadian Provinces and in more than 20 countries globally. Our devices are installed in commercial HVAC, institutional, municipal, and industrial applications including parking facilities, refrigeration plants, commercial swimming pools, water purification plants, arenas, wineries, breweries, wastewater treatment plans & cannabis production facilities. Ongoing R&D ensures that CET’s equipment is at the leading edge of a quickly evolving space and that we have a strong commitment to customer satisfaction, safety, and environmental protection. 

Our small, collaborative team is passionate about our mission. Our culture is shaped by five simple values: staying curious, giving a sh*t about our work and each other, getting things done, maintaining a positive attitude, and acting with integrity. That means asking questions, learning continuously, showing up for our teammates and customers, and following through on what we start. We take our work seriously, but we also believe a respectful, supportive environment is what allows great work to happen.

Position Summary:

We are looking for a self-motivated, highly organized individual capable of multi-tasking to join our team. This is a full-time position located at our head office in Delta. Work hours are 8:00 AM to 4:30 PM, Monday to Friday. This position is responsible for ensuring the day-to-day activities of our field services business is running smoothly. You will be responsible for balancing business priorities, new and existing customer needs, field technicians’ current and future schedules, job quoting and job invoicing.  You have a business ownership mindset, you are eager to improve processes, you are a quick learner, a mini project manager, you aren’t willing to walk by something that can be improved, and you are a fantastic communicator with exceptional customer service skills. This position is responsible for ensuring our team members are busy every day and our customers receive an exceptional experience with each interaction. It requires leadership skills, teamwork, innovative thinking, and strong execution skills.

Responsibilities:

Day to Day:

• Build technician schedules
• Central point of contact for all field service requirements coordinating field technicians, customers, and service providers
• Monitor progress of and provide direction to field team to ensure work activities are complete, utilization targets are met, and customers are receiving the expected service
• Contact customers to confirm previously scheduled work and book future work and contact new customers introducing them to our business and the services we can provide
• Provide field services quote support to in-house team as required
• Manage customer quoting, scheduling, service reporting and invoicing
• Triage support calls, capturing important information and connecting them with technical resources

Weekly, Monthly and Looking Forward:

• Manage and adjust schedule capacity as required balancing field team, employee requirements, known customer needs, potential customer demand, and operational targets
• Coordinate activities with field resources and back-office team members including vehicle re-stocking, parts pickup, warranty service, and training
• Recommend and implement standard operating procedures working with the field team to ensure procedures are implemented and expected efficiency is realized
• Participate in weekly meetings providing insight into future work, resource constraints, customer needs and areas of improvement
• Other related duties as required

Required Skills & Experience:

• 2 years relevant experience with strong personal planning and organizational skills
• Experience in organizing activities with deadlines and parallel process requirements
• Strong written and oral communication skills
• Superior customer service orientation
• Ability to work with minimal supervision while setting priorities and managing to deadlines
• Reliable and commitment to completing quality work on time
• Comfort using basic computer programs such as Excel and Word, etc. and generally adept with technology

Bonus:

• Experience in a field service business or with scheduling software

What We Offer:

• Full-time position in a stable, successful, growing, Canadian company
• Excellent Healthcare/Dental/Insurance Benefits Package
• Competitive income, profit sharing & bonuses
• Great company culture

Location:

We are situated in Tilbury Industrial Park in Delta, BC.